Senior Director, Head Of Vbs Client Service

Senior Director, Head of VBS Client Service Delivery LAC

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories each year.
Our mission is to connect the world through the most innovative, convenient, reliable and secure payments network, enabling individuals, businesses and economies to thrive.
When you join Visa, you join a culture of purpose and belonging where your growth is priority, your identity is embraced, and the work you do matters.
We believe that economies that include everyone everywhere, uplift everyone everywhere.
Your work will have a direct impact on billions of people around the world helping unlock financial access to enable the future of money movement.
Join Visa:
A Network Working for Everyone.
Job Description and Responsibilities

Team Summary

Client Services provides industry-leading operational support to Visas clients around the world.
With our deep knowledge and expertise, we bring the voice of the customer into the design, development and successful deployment of Visa products and services.
We are trusted partners to Visas clients, providing expertise to support and successfully grow their business.
What the Senior Director VBS Client Service Delivery does at Visa:
The Senior Director is a client-facing senior leader that is responsible for a talented professional services organization that includes including Implementation Managers, Account Managers, Client Enablement Specialists and Technical Support staff.
The team is chartered with working with clients to deploy Visa Business Solutions (VBS) Commercial and B2B products in the region, and support clients with end-to-end operations.
This role requires knowledge of industry best practices, client-facing technical consulting experience, and calls for deep collaboration and partnership with cross-functional senior leadership across Client Services, Sales, Product, and Technology.
This position operates at senior level internally and externally with clients, and demonstrates breadth of knowledge of Visas Commercial and B2B capabilities.
It requires a client-focused mindset, the ability to achieve results through directly managed and matrixed staff, engagement with executives, and the ability to drive change in a highly matrixed cross-functional organization.
Visa Business Solutions is a growing area of the company focused on delivering new payment flows to the market and as such, this role requires the ability to continuously solve for undefined and unique problems.
Key Responsibilities:
Provide leadership, strategic direction, and management for a direct and matrixed team by establishing a client-focused, performance-based culture
Lead VBS Client Service Delivery resources to ensure that all Product, Sales and Client initiatives are successfully executed and that business goals are supported in a cost effective, timely manner, with a resulting high level of client satisfaction
Lead and execute a multiyear strategy to position the team to enable market growth, develop and deliver new capabilities and evolve the go to market approach with increased in-market focus.
Assess in-market and hub staffing strategies, and make recommendations for the client support model
Help lead the development and deployment of the support model for Visa Business Solutions Transaction Management solutions to include building out the appropriate partnerships and processes across Visa
Help evolvethe VBS Client Service Delivery organization to one that is proactive and consultative with clients on products, industry best practices and opportunities for continuous improvement.
Drive similar behaviors in interactions with internal stakeholder organizations:
Sales, Product, Technology, Risk and Legal
Align efforts of the VBS Client Service Delivery organization with other key Visa Business Solutions stakeholders and leaders
Establish and foster relationships with clients and internal stakeholders at all levels of management.
This position is expected to establish influence and rapport with senior leaders at the company and at clients.
Work to maintain and grow client relationships while ensuring excellent ongoing client service
Represent the voice of the client to internal stakeholder organizations through accurate business requirements and ongoing advocacy.
Ensure team advocates for client needs with internal stakeholder organizations
Provide functional and technical leadership for all operational activities for clients, orchestrating cross-functional delivery of systems and services to clients; deploy client support strategies that enable VBS and client goals while delivering effective, efficient and consultative support and program management
Proactively identify and solve complex problems that impact the management, relationship, and direction of the business
Prime accountability for client satisfaction of VBS operations in the LAC region
Act as the internal and external escalation point for critical operational decisions affecting Visa Business Solutions and clients
Provide thought leadership and strategic guidance during the solution development process to ensure all necessary tools, processes, procedures and staff are in place to provide outstanding client service.
Define and implement the future operational tools and automation strategies for VBS and clients
Demonstrate continuous improvement of performance, operations, processes, cost effectiveness & compliance in delivery of services to clients
Why this is important to Visa:
The Senior Director is responsible for providing leadership, oversight, and direction for the VBS Client Service Delivery team.
The role requires a keen insight into Visa Business Solutions product offerings, best practices, and calls for deep collaboration and partnership with leadership across Client Services, Sales, Product, Technology and other internal stakeholders.
This role is vital in helping Visa to understand and deliver against the goals of our key clients, allowing us to provide the right service enablement and partnership that recognizes client specific requirements and ultimately enables and supports client business.
This role provides an excellent opportunity to deepen our client partnerships, driving value to our clients through new product service delivery, delivering and optimizing the services that help grow their business.
**Qualifications**:
Basic Qualifications:
12 years of work experience with a Bachelors Degree; 10 years of work experience with an Advanced degree (e.g.
Masters/MBA/JD/MD); or a minimum of 5 years of work experience with a PhD
A minimum of 5 years of experience in direct staff management and successfully leading client-facing or technology-focused teams
Extensive experience in commercial payments with in-depth knowledge of virtual card payments, expense management platforms, and integrated data solutions for corporates
Experience managing a team of implementation and account management staff, technical and/or professional services professionals
Demonstrated ability to build and maintain strong business relationships with internal and external stakeholders at senior and executive management levels
Demonstrated strategic ability to solve complex global cross-functional issues exercising critical thinking and sound judgment and to lead cross functional teams through high impact complex business issues that do not have precedent.
This role requires ability to continuously solve for undefined and unique problems
Experience shaping and delivering a professional services delivery strategy
Proven track record of leading and driving teams to achieve and exceed established goals and objectives
Strong analytical skills with the ability to scrutinize and communicate metrics, key performance indicators, and service levels to internal stakeholders and clients
Ability to influence and negotiate in order to drive results, using analytics to measure performance against key initiatives
Experience in driving a performance-based organization, team efficiencies, and balancing workload productivity across multiple sites
Fluent in written